ComplaintsforMealPal, Inc.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  the company sent a promo that it let me sign up for and use for a couple of times only to later email me and tell me that the promo does not apply to me and double charge me with out an option to cancel and get a refund.They dont let you delete your accounts with them, which is required under the ***** but do require for you to have only one account to qualify for the promo (in a very small print).The questions are:1) why did you send me the promo if you new I didnt qualify for it?2) why did you let me sign up for it, if I did not qualify?3) why cant I cancel the service and a get a refund if you decided that I didnt qualify for the promo rate AFTER THE FACT?3) why dont you let users delete the accounts if you want them to only have one?This is wrong on so many levels.Please address.

  Business response

  06/19/2023

  This MealPal account is currently under investigation. As noted in our Terms of Use, if you have created multiple accounts using different email addresses and/or associated multiple phone numbers with multiple accounts, it is possible that you will receive a marketing promotion that you are not eligible for. As noted in section 2N, it is a violation of these terms to create multiple MealPal accounts. Final eligibility for all marketing promotions is at the sole discretion of MealPal. Our team is already helping this customer via email!

  Customer response

  06/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The complaint is not resolved. It is a lie, nobody was working with me over email.

  I was notified by the business that the charges are irreversible and that I cannot cancel the service, even though I signed up under different price terms.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did the month long trial and have emailed MealPal repeatedly to cancel my account with no reply; instead of honoring the request, they billed me for a new month a week early. The email they sent when activating my trial read, P.S. You may cancel or make a change to your plan at any time by visiting your account. The only option actually visiting your account gives you is to email a cancellation request which the company does not honor. There is no way to reach the company by telephone; their number connects to a recorded message instructing you to email them.Please cancel this month and refund the charge.

  Customer response

  05/22/2023

  MealPal reached out to me directly to satisfy the issue.
  
   
  
  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Mealpal spams me with messages from different numbers every week. They change the numbers so even when I block them I get their new messages. I need them to stop spamming me.

  Business response

  05/19/2023

  MealPal complies with laws regarding messaging. To opt out, just respond STOP to any message from MealPal. We have now done this for the customer, as they had never done this themselves.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mealpal provided a trial $1 meal. After trialing, my credit card was charged $93.71 without my consent nor my knowledge. The "credits" given will expire at the end of the month and when I canceled before using any of these. I cannot redeem this charge. When trying to use the remaining credits, the local business I selected within the app for lunch does not support Mealpal.I would prefer to get my $93.71 back (though I will agree to pay for the meal I trialed $1+tax)

  Business response

  05/09/2023

  Hi! It looks like our team has already helped you via email and resolved your complaint. If you have any additional issues feel free to reach back out! 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was on a fixed credit plan with the company and the last charge on this plan was in March 2022. In Jan 2023, they switched me to a monthly auto renew plan without my consent. I did not know of this switch and the new terms that came with the switch, namely that credits only last 30 days or up to 60 with the rollover. This is fundamentally different from the plan I has actually signed up for and the companys monthly charge on my card is made without my consent. I would like a cancellation and refund of any credits I have not used this year

  Business response

  05/03/2023

  Hi! I am so sorry for any confusion. I can assure you that we did not switch your plan. It looks like the new plan was selected and your account updated accordingly. I see that a member of our support team is already helping you via email. We will continue to resolve this matter directly.

  Customer response

  05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****************
  
  
  
   
  
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is infuriating and I urge everyone to stop using this business. On 04/24/2023, I decided to give MealPal another chance because i've been receiving multiple marketing emails from them, almost weekly to urge me to give them another chance. I saw that it was a good promotion and decided to sign up again, clicked on the link and *****, they charged me for the service and I started ordering my meals. On 04/25/23, I received a notification through my bank that I was charged again by Mealpal, which I was confused about because I was just charged a day ago for the same service. Thinking this was a mistake, I reached out to their customer service and was told that they charged me again because I'm not eligible for their promotion. WHAT? So, I received numerous emails from them to urge me to give them another chance at a promotional rate and when I do, they told me I don't qualify so they're charging me the full price, WITHOUT even letting me know before doing so. This is just bad business practice. When I confronted them about it, they pointed out that per their terms and condition (in size 6 print at the bottom of the email) that they have the right to charge me for the difference at their discretion.After some emails back and forth with their customer service, they informed me that the reason why I'm ineligible for their promotion was because they suspect duplicate accounts under the same name. I signed up for this MealPal service with my name but they somehow linked my account with my wifes and deemed us as the same person (?). What infuriates me is the fact that, if they suspected such and deem me as ineligible for the promotion then WHY did they keep sending me those promotional emails? I should not be penalized for their mistake and they're unwilling to take accountability that they messed up so they're charging the customers for it. They offered a partial refund for this but I want full refund. Please also stop sending me promotional emails.

  Business response

  04/28/2023

  Thanks for reaching out! I do see that our fraud team reviewed your account and determined that you were not eligible for the promotion. Our team uses multiple sources of information and various tools to review accounts to ensure that our users are signing up for promotions that are eligible for. I can assure you that we do not solely rely on name and would not disqualify you for entering your wife's name. When you create multiple accounts using various email addresses or add multiple email addresses to our promotional email list it is possible that you will receive an email for a promotion that you are not eligible for. The terms of each promotion are in email and on the plan selection page during sign up. Our team did reach out to proactively to let you know that you were not eligible for the promotion and to inform you that the promotion had **** removed from your account. Since you used one meal from the plan we provided you with a refund less $12 plus tax for that meal. Our mission is to save our customers money on lunch but understandably we cannot offer a promotion on every plan. Our normal prices ensure that you will always save! 

  Customer response

  05/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Business is not providing enough proof to claim that Im not who I am. They wrongfully accused me of abusing their system. Separately, they sent me the promotional email, if they were able to verify that I am abusing their system, why did they continue to send me promotional email almost weekly which I do ignore for the most part. I am provide proof on all the marketing emails they sent to my account. Also, based on what they charge me for, the full price without promotion wouldve been about ~96$ for ***** meals. I dont know how they came up with $12+ tax because that definitely does not equate to 96$ for 10 meals. Also, if Im paying that much for lunch ($12+ tax) thats full price at restaurants, why would I sign up for their meal plan. If based on their comment, the most per meal they shouldve charged me is around $9.60 (and Im being conservative here) and that is including tax. Again, I stand firm that this company is not ethical and they are wrongfully charging me for their service. Please stay away. Thank you. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I cancelled my mealpal subscription but was only refunded partially. I had 140 credits left in my account but ******************** only refunded 70 credits. I contacted them but they said they would not issue refund for 'rollover' credits. That's basically my money in my account that I did not spend and they just took it. It is really unfair. Please help resolve this issue. Thank you in advance!Best Regards,***

  Business response

  04/28/2023

  Thanks for reaching out! I am really sorry for any confusion but as noted in our Terms of Use MealPal subscription plans are nonrefundable. When you purchase a plan you are purchasing a number of credits to be used over the course of a 30 day billing cycle. If you continue your subscription consecutively you can take advantage of our rollover feature. If you do not continue your subscription any unused meal credits expire at the end your 30 day billing cycle.  We made a large exception to our policy by refunding the recent charge for you. We can not process any additional refunds at this time as each of your previous billing cycles were used. I apologize for any confusion! 

  Customer response

  05/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is my money but I did not spend on meals. I did not receive the meal service for that amount. It should be refunded. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********
  
  
  
  
   
  

  Business response

  05/18/2023

  Thanks for reaching out! I am really sorry for any confusion but as noted in our Terms of Use MealPal subscription plans are nonrefundable. When you purchase a plan you are purchasing a number of credits to be used over the course of a 30 day billing cycle. If you continue your subscription consecutively you can take advantage of our rollover feature. If you do not continue your subscription any unused meal credits expire at the end your 30 day billing cycle.  We made a large exception to our policy by refunding the recent charge for you. We can not process any additional refunds at this time as each of your previous billing cycles were used. I apologize for any confusion! 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  No way to cancel account from app or mobile browser. Have to continue placing my account on hold for 3 months at a time. They are holding me hostage as a customer. Really slimy l

  Business response

  04/18/2023

  Hi! Thanks for reaching out! You could have sent an email to ******************************** or used the contact support link in the app! We have canceled your account and sent you an email confirming the cancelation. 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,I'm reporting a disingenuous business practices by MealPal.MP ran an offer for a friend referral - refer a friend and you both get a $25 Amazon gift card. I referred my husband. MP states that we are ineligible for this offer because my husband is an inactive/previous member. That's not true. He was never a member, we both used MP under one (my) account. It finally made sense for us both to have individual accounts, so we waited for the referral bonus offer to sign-up for his plan. I've been emailing MP for over a week. I asked very specifically a) to share, per their records, the date when my husband first joined MP, b) if anywhere in their policy it says a referral has to be from a different household, since maybe that's why we're ineligible c) since they stated their "finance team flagged" my husband's account as ineligible, is it because we use the same credit card for both accounts? Nowhere in their terms does it note that it must be a different credit card.The only response I've gotten is that he's ineligible and "Our team uses various methods and tools to confirm eligibility. While we can't disclose all methods we use I can assure you that payment method is not the only determining factor."No answer about when, according to their records, my husband was a previous MP customer. Assuming there's no answer because he wasn't a previous ***************************** is shady in their business practices. I've had issues in the past regarding vacation holds, and also another issue regarding downgrading plans. I'm submitting a second complaint regarding that issue. So disingenuous, not customer friendly, not transparent. Horrible business ethics.

  Business response

  03/30/2023

  I am really sorry to hear that you have had a less than satisfactory experience. I reviewed your account and see that the promotion was denied as the referral did not meet the terms of the promotion. By your own admission, your husband is not a new MealPal customer as he has shared an account with you previously. Please note that this is a violation of our Terms of Use as well as account sharing is not permitted. Feel free to visit our Terms of Use for more information about promotions and account sharing.

  ********************************************************

  Customer response

  04/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Needs additional time to respond, thanks you. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  04/20/2023

  I am really sorry to hear that you have had a less than satisfactory experience. I reviewed your account and see that the promotion was denied as the referral did not meet the terms of the promotion. By your own admission, your husband is not a new MealPal customer as he has shared an account with you previously. Please note that this is a violation of our Terms of Use as well as account sharing is not permitted. Feel free to visit our Terms of Use for more information about promotions and account sharing.

  
  ********************************************************

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a MealPal account that I have been putting on hold, I have probably extended the hold at least 6 times with no problems. Every single time, per their website when you choose a plan, meal pal emails me to tell me my account would be coming off hold within the next few days and I would go right to the website and extend the hold. This month, without warning, and without the usual email, they took me off hold and upgraded my account to ***** meal plan which is two tiers above the one I was using when i had an active plan. I have absolutely no record of having missed the warning email from them. And conveniently for them there is no phone support so you have to email them and wait while your plan is just burning through credits I will never be able to use.

  Business response

  03/28/2023

  Thanks for reaching out! I can confirm that we sent you a reminder email on March 20, 2023. Also, it looks like our support team got back to you via email with a resolution within about 2 hours of you reaching out to us. If you need further assistance please let us know! 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩